Putting the “wow” into home services
For O2E Brands, delivering exceptional service means optimizing a complex B2B2C business model. Based out of Vancouver, Canada, the fast-growing home services group makes everyday tasks like junk removal, painting and house detailing easy for its customers. O2E has also helped over 250 entrepreneurs throughout North America and Australia become franchisees — realizing their dream of business ownership in an industry worth over $100 billion annually.
“The company has tripled in size since I joined six years ago,” said Michael Downing, Vice President, Business Operations at O2E Brands. “In order to sustain that growth, we needed to improve service quality and productivity. We were looking for scalability, improved experience and revenue growth.”
To achieve unlimited scalability and agility, O2E Brands knew it needed to migrate to the cloud with a modern contact center as a service solution. It validated the Genesys Cloud CX platform — drawn to its renowned ease of deployment. Through the trial, it became clear that use cases being delivered via the Genesys PureConnect on-premises solution could easily be achieved, and even exceeded, with the cloud platform.
“We measured performance, voice quality, agent experience and so on,” added Downing. “We even compared the amount of support cases and tickets we got. Since our agents were learning a new system you’d expect to see a peak, but it was actually lower than normal.”